Any questions? Call us - +49 (0)30 346491870
 

Frequently Asked Questions


My account

How do I sign into the Sunlux24 shop?
It's very simple: just click on "My account" on the right-hand side and fill in the form.

What are the benefits of having a Sunlux24 account?
Once you've created an account you won't have to retype in all your details from scratch when you place another order. You'll also have instant access to all your previous orders. You can edit all these details at any time.

Can I place an order without creating an account?
Of course you can. Once you've put the items you want into your basket, just click "Checkout" and then enter your contact details.

Where can I change my user data?
In "My Account" you can edit any field by typing in the new details and confirm by clicking on "Confirm".

How can I change my password?
Go to "My Account", click on "Change Password" and enter your email address. You'll then be sent a link to change your password. Please note that the email address you enter should be the same as the one you used to set up your account. Then open the email and click on the "Change Password" link. You'll then be redirected to our online shop where you should enter in your new password and confirm by entering it again and clicking on "Save new password".

I've forgotten my password! What should I do?
In the "My Account" tab, click on "Change Password", and then enter your email address to which a link to change your password will be sent. Please note that it should be the same email address that you supplied when setting up your account. Then open the email and click on the "Change Password" link. You'll then be redirected to our online shop where you should enter the new password and confirm by entering it again and clicking on "Save new password".

If after a few minutes you still haven't received the email with the link to change your password, please check:
- Are you sure you've registered in our shop? If not, click on "My Account" to sign up. Then you can enter your password. When you sign up, you'll be able to log in to your account using your email address and password.
- Did you make a mistake when entering your email address or password?

If you haven't received a link to change your password despite successfully going through the procedure to change your password, please contact Sunlux24 Customer Service by phone: (+XX) XX XXX XX or email: XXXXXXXXXXX.

How can I change the delivery address for a new order?
When ordering, you can specify a different delivery address to the one you supplied when registering. After placing an order it is no longer possible to change the address through the shop. In such cases, please contact Sunlux24 Customer Service by sending the correct address: XXXXXXXX. We will then confirm the change by email.

Customer service

How can I contact Sunlux24 Customer Service?
Sunlux24 Customer Service is open for all enquiries from Monday to Friday from 10 am to 6 pm and on Saturday from 10 am to 2 pm by phone: (+XX)XXX XX XX or by email at: XXXXXXXXXX.

Products

What's the difference between basic and premium pleated blinds?
Basic pleated blinds are a more cost-effective variant due to a less extensive range of fabric colours. Basic pleated blinds are available in 94 fabric colours and 14 system colours (white, ivory, mahogany). Our basic pleated blinds consist of two movable rails supported by hands.
Premium pleated blinds are available in 330 coloured fabrics with a choice of four system colours: white, silver, black and Messing (brass colour). Our premium pleats are made using the Cosiflor system, which offers a wide variety in terms of models and mounting options.

What's the difference between basic and premium Venetian blinds?
Basic Venetian blinds are the perfect solution for those who appreciate a good quality-price ratio. The product is only available with slats with a width of 25 mm and is controlled by a knob and a cord. Also available is a between-glass Venetian blind (basic variant).
Premium Venetian blinds are available in a wider range of colours. The system used for the premium VB also offers more options, in terms of control: a loop cord, ballchain, wand or two movable rails (Duolux blinds), and also slat width: 16 mm or 25 mm.
Basic und premium Venetian blinds also have a different thickness of the aluminum strip used to manufacture the slats. The slats in the basic blinds are 0.18 mm whereas the premium blinds have a thickness of 0.21 mm.

Orders

What can I order in the shop?
In our shop you'll find basic pleats, premium pleats, roller blinds and vertical blinds. All the products can be ordered to specified dimensions. Full information can be found under the "Products" tab.

How can I place an order?
Please click on "Products", then choose the product you want. On the right-hand side you will see the product price. Then click on "Order". You'll be redirected to our configurator, which will help you through the entire purchase. Prices are subject to change and depend on the payment option selected.

How can I cancel my order?
You can cancel your order by sending an email with your details and your order number. Sunlux24 Customer Service will then get in contact with you to confirm that your order has been cancelled. It is not possible to cancel your order if it has already been passed to the production department, or if the product has already been sent.

How do I add an additional order?
If, after placing an order in our shop, you would like to make another one, you can inform us of this by telephone or email. Then both orders will be sent out in one delivery. Delivery time is highly dependent on the type of product ordered.

How much does delivery cost?
Information on shipping rates can be found here.

Delivery

What's the delivery time?
Delivery time depends on the type of product ordered. For information on delivery for single products, go to the website and check outdelivery time.

Why haven't I received all the products I ordered?
Larger orders may be delivered in separate shipments. In some cases, shipment time may be longer as a result.

Will I receive confirmation of the delivery date?
Once your products are shipped, you'll be sent an email confirmation with the tracking number, so you'll be able to track your order.

Why haven't I received my order yet?
If for some reason your order doesn't arrive, please first check that your payment has been credited to our account, and check the accuracy of the details you provided. Then please immediately contact Sunlux24 Customer Service.

Please make sure you include your order number on any transfers so that we can easily find your order.

What should I do if I receive a defective product?
In the event that the product has been damaged during shipment, you should refuse to accept the package from the courier and immediately contact Sunlux24 Customer Service.

In the event you notice damage to the product after you receive the package, please do not hesitate to contact Sunlux24 Customer Service. We'll send you a sticker that you should stick to the package. You should also notify the courier who delivered your damaged item.

Claims

How do I make a complaint?
You can register complaints in writing to the email address given by us. If you do have a complaint, it would be very helpful if you could attach photos.

How do I return the product for repair?
If you want to send a product for repair, please send your complaint to this email address: info@sunlux24.pl. Our specialist will check whether it is possible to carry out a repair on the defective product and, if so, what the cost will be.

In either case, we'll send you a sticker so you can return the defective product by courier.

Payment methods

Payment methods available in our shop
Choose from the following payment methods:
Bank transfer


How do I make a bank transfer?
Payments by this method can be made through your online bank account or directly into the bank. If you decide to pay by this method, you'll receive a confirmation of your order and details of our bank account to which you should make payment.